Avoid Intelliflix
By floor9 on May 7, 2007 in Rant, Technology
UPDATE: As of early 2008, Intelliflix appears to be out of business. Their website is still up, but the ability to sign up as a new customer has been removed. Thanks to the efforts of the Florida Attorney General, a settlement was reached and restitution — albeit very minor — was made to some consumers. If you feel that you have been harmed by Intelliflix in any way, you should IMMEDIATELY contact your state’s Attorney General and request assistance in resolving your issue. It appears that Intelliflix may be (or may soon be) completely out of money; thus, any claim you make should be done as soon as possible. Thanks to everyone who commented and kept the rest of us updated on this matter! The original post follows:
“Rushed to your door!” “Cancel anytime!” “Pro-rated refund!” “More fulfillment centers than anyone else!” “Titles in 1 to 3 business days!” Wrong on all counts. Put simply, Intelliflix is a scam.
With the local video stores charging as much as $7 for a 5-day single-title rental (which can quickly turn into $70 per month if you rent two movies at a time), it only makes sense to sign up with one of the handful of online rental companies. Netflix has online movie viewing, and Blockbuster has a nifty in-store pickup option (coupled with some rather odd additional terms of service), but Intelliflix — formerly DVD Barn — has the cheapest service. Guess who I took?
With “Cancel anytime!” scrawled across their front page and “How it works” sections in big, friendly, bold print, I figured I couldn’t go wrong with their annual memberships. I chose the “2 at a time” for $9.99 / month (billed in one lump sum for annual service). They even promote “…a pro-rated refund”. And even though Netflix has a fulfillment center right here in Harrisburg, typically yielding overnight delivery, Intelliflix’s allegedly larger number of fulfillment centers suggests a larger inventory, which means fewer unavailable titles.
Wrong on all counts. “Cancel anytime” is in no way correct, and is in fact a contradiction of their terms of service. Their TOS state that memberships may only be cancelled within a 72 hour window prior to the final day of the prepaid billing cycle. In other words, if you buy an annual membership, you may only cancel on day 363, 364, or 365. Otherwise, your subscription is automatically renewed. Adding to the ambiguity is the help page, which simply states that “memberships are cancelled at the end of the billing period.” Does that mean that my membership is automatically cancelled at the end of the year? Coupled with “cancel anytime”, the average person would tend to think so.
The phrase “rushed to your door” apparently invokes some new, as-of-yet unknown definition of the word “rush”. According to Merriam-Webster, “rush” as a verb is defined as “to move forward, progress, or act with with haste or eagerness or without perparation.” In addition to descriptions of rushing in football or rushing a fraternity, other definitions include “to push or impel on or forward with speed”, “to perform in a short time or at high speed”, and “to urge to an unnatural or extreme speed”. Since “with haste”, “short time”, and “high speed” are all relative terms, we can only assume that Intelliflix is comparing themselves to other similar operations. In reality, I’ve had packages move from Harrisburg to L.A. in less time than it takes Intelliflix to get a DVD to me. Case in point: Since signing up several weeks ago, the fastest they’ve been able to get a DVD to me is 6 days. Since they “ship six days a week”, that’s terrible. Even worse, all of my DVDs have come from either West Virginia or New York; a 3-day mail trip at most. So much for “1 to 3 days”.
The term “pro-rated refund” is also thrown around in their terms of service, but doesn’t seem to actually apply to anything. In fact, while the TOS contain phrases like “with a pro-rated refund for the remainder of the service not used, as described above in the Membership Cancellation paragraph”, the Membership Cancellation paragraph doesn’t actually describe the refunds given. It’s as if instead of paying for an attorney to handle their legal documents, someone in upper management decided to simply slap some words together without regard for legality, thoroughness, or consistency. I’ve seen better, more binding TOS on “FREE* IPOD” sites (which, by the way, you should now generally avoid — more on that later).
While they may have “more fulfillment centers than anyone else”, this doesn’t appear to do the customer any good, as their shipping generally takes a week or more. In fact, given Blockbuster’s use of in-store fulfillment, I highly doubt the veracity of Intelliflix’s claims. Then again, nothing else they’ve advertised is true; why break the trend?
Look, save yourself the hassle. Go with Netflix (who offers online viewing of movies and even has a shipping center right here in Harrisburg) or Blockbuster (who allows in-store exchanges, though review those terms). Pay the extra $1 per month that you’d save with Intelliflix. I’m about to bring the BBB and the Pennsylvania Attorney General into this, because thus far, Intelliflix hasn’t responded to any of my support requests (in their defense, they did technically send a reply to one of them, but it was the entirely wrong canned respose). Intelliflix’s claims are wildly inaccurate and grossly misleading. In fact, they’re downright deceptive.
In summary, if you really, really, *really* want to sign up with them, just give me your money. I’ll put it directly in the toilet, and we’ll eliminate the middleman alltogether.
Amen, brother! Either the online-DVD-rental review sites are all outdated, or they just don’t do their research, because I fell into the same trap after I thought I had done my research. I wish I would’ve seen some of the sites that have postings from actual (mostly former) users. They all echo what we now know: Intelliflix is run by crooks, and should be held accountable. I was lucky(?) and only signed up for the one-month plan, but they haven’t sent me anything after 22 days, and have ignored my requests at cancellation. If they charge me, I will make it my new goal in life to make sure they don’t get to keep that money, even if it costs me 10X as much to do so. I want to see if I can find a class-action suit to lend my support to, not because they’ve ripped me off too bad as of yet, but for the many who bought into their yearly contract.
Brandon | Jun 4, 2007 | Reply
Hillariously, Intelliflix’s only response was to extend my contract by seven days. I’ve now opened up a complaint with the PA Attorney General, so we’ll see if they can get any further than I can.
floor9 | Jun 10, 2007 | Reply
Can you name one company that gives refunds on annual memberships???
Logic | Jun 14, 2007 | Reply
NextAlarm.com is one company that gives refunds on annual memberships. Perhaps if Intelliflix employees spent more time handling customer complaints and less time posting on personal blogs, customers wouldn’t have to resort to asking their local Attorney General for help.
floor9 | Jun 14, 2007 | Reply
Messiah College’s student lunch program, too. And if you’re going to dismiss that as too small of an organization, XBox Live gets added to the list — surely you’ve heard of Microsoft.
floor9 | Jun 14, 2007 | Reply
this is the worst dvd rental company ever. I have had nothing but problems from day 1. When I try to rent I keep getting error:transaction not approved. When I send a complaint, they do nothing. I even e-mailed the president of the comp. and I didn’t get A reply, AVOID THIS SCAM OF A COMPANY..I’m filing a complaint with the BBB
JANEL | Jun 16, 2007 | Reply
TO ANYONE ELSE EXPERIENCING A PROBLEM WITH INTELLIFLIX:
I filed a complaint with my state Attorney General and got results. If you live in Pennsylvania, the website is attorneygeneral.gov. If you live in another state, do a Google search for “(your state) attorney general”. Open up a complaint. Be professional and include only factual details (ie, “I signed up for service on 05/01/2007 and experienced unsatisfactory customer service”, not “OMG INTELLIFLIX SUX”). Be calm — the Attorney General is here to help you, but only if you’re rational. I got a refund for my unused membership — you can too.
In my complaint, I specifically addressed the discrepancy between their advertising, where they claim “CANCEL ANYTIME”, and their real-world practices. If, and only if, your complaint mirrors mine, then I suggest you pursue the same line of rationing — you’ll get results.
Very few companies would rather fight an Attorney General than settle for a measly refund. If you feel deceived and ripped off like I do, I suggest you follow in my steps. Use the “contact” form above and I’ll be happy to provide more details. Suffice to say, there *is* light at the end of the tunnel for Intelliflix customers.
floor9 | Jun 16, 2007 | Reply
I had similar problems. I had a full queue of 34 games with a few movies at bottom of queue. they would send me my movies first. I would send emails complaining repeatedly. Finally I removed the movies off my queue, defeating my whole purpose of why I went with Intelliflix int he first place. I was able to get 3 games at a time. they wouldn’t send me anything. It would stay empty 4, 5 6 days at a time. Thank God I had only purchased a 2 month membership. I wrote to the president of the company and they issued me a refund for the second month that hadn’t started yet. Oh, and when I finalyl did get games, they were so badly scratchedby I guess a cleaning machine, that I couldn’t play them. RIP OFFS!!
Bernadette schraff | Jul 4, 2007 | Reply
Intelliflix is the worst service ever, I have not received a movie in 3 weeks and have over 30 movies in my queue. I have written to them via the online trouble ticket 10 times and they keep delaying and wont give me a telephone number or email address to contact any of the executive staff. DO NOT join this service. I repeat DO NOT join, it will be a waste of your money. Get Netflix if you want a reputable online DVD rental company.
Rebecca | Aug 31, 2007 | Reply
Intelleflix service is horrible; I have submitted 10 tickets over ten days and always get the same canned response. “We’ve got confirmation that the next available title from your queue has been processed to be shipped. You should be receiving them at the earliest.†OF course this is a lie. Nothing has shipped and nothing shows in my que as being “processedâ€.
I also notice that all of my service tickets are closed in the middle of the night, a sure sign that their support people aren’t even in the US, and have no idea what is actually happening with the customers they supposedly support.
As to the question “Can you name one company that gives refunds on annual memberships???†Maybe companies that can’t live up to their agreements should issue refunds.
Chris | Sep 6, 2007 | Reply
I’m thrilled to see a four-month old post still getting attention. And who says consumers don’t have any power? If you have a problem with Intelliflix, contact your state’s Attorney General in writing. Be sure to include specific dates, and write in a neutral, professional, calm tone. Mine (PA) not only got me a membership refund, but now I’ve also helped out other consumers with the same problem. To Chris and Rebecca, I got the exact same response initially — they will stonewall you to the very end. Don’t give up!
floor9 | Sep 8, 2007 | Reply
I agree fully, I got into the anual aggreement. I read the help file and it even said it cancels after the contract. Well I work construction and am recently 24. I just got a hernia operation, so I was out of work for 6-8 weeks no pay. Then I get my lovely paid off credit card bill, with intelliflix’s resubscription….I WAS PISSED! Now not only crazy doctor bills but those hacks with long delays, horridly scratched games/movies and flat out lies to the customer. Let me just say I have the full service and almost forget it, since service is so great and all ROFL. I usualy have a good que and nothings sent, so I go to blockbuster, its sad when they beat your quality, its just plain horrible. Keep posting people I want these pricks to live in a freaking cave!
Alex | Sep 11, 2007 | Reply
Intelliflix worked for me for the first 10 months and then nothing. The problems started for me around the beggining of August. Paid upfront $100, for one year. I gues after I rented over 50(?) movies, or so, that I had got my monies worth and they were not going to ship anymore, no reply sensibly to my emails to customer support.
Patrick | Sep 12, 2007 | Reply
I started an account w/Intelliflix when I lived in San Diego, and continued it when I relocated up to WA state. In the early stages, I would need to remind them that 3 out at a time did not mean 2 or 1 or none. And many of the titles I had originally ordered had never been sent, although they remained in my queue.
Then about 6-8 months ago, I would enter a title into my queue, and receive a response along the lines of, “This title is in high demand, and may be delayed for as long as a month.”
About 6 weeks ago, bored shitless, I went to their website to check my account, and LO AND BEHOLD, they had deleted more than half of my titles (about 75) and placed them in an expanded, “holding” queue, making them unavailable forever. Two weeks after that, they took another 35-30 titles from my queue and put them in the same limbo queue, leaving me with only 4 titles in my active queue. On top of that, they began sending emails stating my queue was low and they couldn’t be held responsible if they didn’t have the agreed upon number (3) of titles out at a time.
But enough rambling about my woes. I have to concur with Floor9. The solution is through the legal channel. It does work, as I’ve used it extensively through the years, most recently on Dell, Home Depot, and Sears. In the past, I’ve even used it on my wife’s medical clinic, for not responding quickly enough to inquiry’s of test results (several weeks, not hours.) Use your state AG, and the BBB. Businesses hate getting letters from the BBB or Chamber of Commerce more than they hate dealing with government agencies and regulators. When they have to answet to their peers, it can be downright embarrassing for them. Thanks, Floor9, for the great suggestion.
mnosera | Sep 18, 2007 | Reply
Intelliflix is ripping me off too!!! I can’t even access their website this morning - says the website address could not be found - now I am wondering if they are just going to take my money and run!! I wish I would have seen these posts before signing up with them in August…..
Chrissy | Sep 27, 2007 | Reply
Death to Intelliflix!
LC | Oct 11, 2007 | Reply
It appears Intelliflix is gone for good — their site has been down for at least 5 days as of 2007/10/15. Good riddance, but I’m truly sorry for anyone in the middle of a long-term contract. Fortunately mine just ended and they confirmed the cancellation and the receipt of my last DVD return just before it went down….
David | Oct 15, 2007 | Reply
They are the WORST!!!!
I have 146 movies queued, but 133 of those are the the “Queue Waiting Area” never to emerge. They have been in this ‘dead zone’ for 11 months now.
In the last few weeks many movies they used to carry are no longer available - even new releases are now missing from their collection. I have 3 at-a-time, but rarely get more than one shipped to me.
I accidentally sent one of my personal DVDs back over 6 months ago, and have complained over a dozen times, but they wont send it back despite their assurances to the contrary.
They are LIARS, CHEATS, SWINDLES.
I hope the AG eats their ass in court.
ratchet | Oct 21, 2007 | Reply
Thanks again for your replies, everyone. The absolute BEST way you can help put the final nail in Intelliflix’s coffin is to contact your state’s Attorney General and file a complaint in writing. Remember to keep your letter professional, on-topic, and factual. As I stated above, my (Pennsylvania’s) Attorney General was able to get a response and a refund from Intelliflix — both things I was unable to do on my own. Good luck, and keep sharing this story!
floor9 | Oct 21, 2007 | Reply
Intelliflix is the worst service ever.
Not only do they steal your money but they lie as they do it. I have not received a movie in over 2 months. Every help desk ticket I fill out is responded to in the same way. They say that the movies have been shipped. Lies, all lies.
The attorney general of Florida (where Intellisucks is based) has a class action lawsuit against them. They should put the owner in jail and throw away the key.
Rebecca | Oct 31, 2007 | Reply
They used to be good, horrible service now.
I was able to get a partial refund through DiscoverCard services. Going to try for a full refund of remaining balance from the AGs office.
FYI their web site is not working as of 6 PM Denver time, Nov 7, 07
bad service... | Nov 7, 2007 | Reply
I was about to sine up for 2 years for 3 at a time when I came across all your coments.
That is $238 they will not be geting.
THANKS FOR THE WARNING!!!
CDEvansJr | Nov 8, 2007 | Reply
It looks like their out of buisness eveytime I try to login I get error msg. I havent got any movies for 46days and counting and I also have a year subscription up in Jan 08. I felt there was somting wrong with this sevice from the start. Im always looking for a bargain and sometimes I pay the price.
FJ Loverti | Nov 24, 2007 | Reply
I also have not received movies since Sept. They have told me they are coming four times. I told them I would be contacting the better business bureau. I will try the atty gen’l first now, thanks. What a ripoff. I paid them for a year and got less than 6 months of service, which wasn’t great during most of it. Their website is now running by the way 12/1
Sue | Nov 30, 2007 | Reply
I’ve been a customer since June with a one year subsrcription. Same problems as everyone else here. I’ve sent countless help requests and I just get the same generic respnse, although they quit replying completely after the last 2. Maybe it’s because I told them that since they wouldn’t give me a refund I’d get one through the fraud department at the credit card I paid for them with. They’ve only sent a few old movies in the almost 6 months I’ve had the service and it’s been almost 2 months since they sent anything. Thanks for the tip on the BBB and the A.G. office. I’ll give it try here in Ohio. BTW website down again as of 12-4-07
Larry | Dec 4, 2007 | Reply
This is a scam — dishonest, fraudulent, and inept. Few dvds are actually avaiable (more and more are removed each day). They claim 60,000 titles, but if you scan the titles, it looks like less than 2000. Contact your local AG.’s office and file a complaint before they go out of business. Do not subscribe!!
alan | Dec 5, 2007 | Reply
Everyone might like to know that Florida’s attorney general has filed suit against them. Link here!!
http://myfloridalegal.com/__852562220065EE67.nsf/0/FCCAFAC9B7CB8EAB852573460049CECD?Open&Highlight=0,intelliflix
Wondering how we might get on a class action as I feel damaged and have only gotten a few dvds myself and haven’t had one in weeks!!!
Sarah | Jan 28, 2008 | Reply